UX DESIGNER/UX RESEARCHER

Note: Local candidates are preferred

Key Responsibilities
• Lead and participate in experience benchmarking and usability testing to ensure ServiceNow solutions meet user needs.
• Conduct user and channel behavior analysis to inform design decisions.
• Perform qualitative and quantitative research to gather actionable insights.
• Develop personas and journey maps that reflect user needs and expectations.
• Identify and address challenges through root cause analysis.
• Collaborate on experience blueprinting and value modeling to enhance solution impact.
• Facilitate design thinking workshops and co-creation sessions with stakeholders.
• Synthesize insights and present findings to business and IT partners.
• Create and iterate on storyboards and concepts to visualize ideas and designs.
• Serve as a bridge between business stakeholders and IT, ensuring Salesforce projects are user-centric and technically feasible.

Qualifications
• Proven experience in Human-Centered Design (HCD) and ServiceNow projects.
• Strong expertise in HCD methodologies such as design thinking, experience blueprinting, and insight synthesis.
• Familiarity with ServiceNow functionalities, workflows, and user experience best practices.
• Experience conducting usability testing and using research methods to validate designs.
• Ability to communicate effectively and collaborate with cross-functional teams, including business and IT stakeholders.
• Hands-on experience with Figma.